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# 📘 2. Knowledge Base Structure & Information Architecture Best Practices
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## 1. Create a Logical Hierarchy
Use broad categories, then subcategories:
- Product / Features
- Account & Billing
- Getting Started
- Troubleshooting
- Policies
Each article should naturally fit in one place.
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## 2. Use Strong Naming Conventions
Titles should be:
- **Actionable** (“Set Up Two-Factor Authentication”)
- **Predictable**
- **Search-friendly**
Avoid internal jargon.
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## 3. Choose a Taxonomy Style
Successful KBs use:
- Hierarchical categories
- Tags
- Metadata (audience, version, difficulty)
Tags must be purposeful.
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## 4. Avoid Overcategorization
**Rule:** If a category has fewer than **5 articles**, merge it.
Less is more.
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## 5. Build With Search in Mind
Improve findability by:
- Using natural language
- Adding synonyms
- Enhancing metadata
- Avoiding duplicates
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## 6. Establish Ownership
Assign owners:
- Support
- Product
- Engineering
- Knowledge Manager
Without ownership, structure deteriorates. |